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Description of Job
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• Plan and perform customer services according to standards as guided by the Standard Operating Procedures (SOPs), ensuring conformity to & implementation of the organizational policies and procedures.
• Ensure handling services are provided as per concluded ground handling agreements with customer airlines and that service delivery targets are met or exceeded in accordance with Service Level Agreements.• Lead manage and ensure employees comply with company rules and procedures and other authority requirements • Maintain close and effective business relationships with customers, and various control authorities such as Airport Management, Customs and Immigration • Monitor and control performance KPIs (Operational & Safety) and ensure they are within established targets • Assist in the preparation of the operating budgets for prior approval by the Station Manager • Efficient Resource Planning (manpower, equipment) including vacation scheduling • Develop, maintain and own business continuity plans. Responsible for the formulation of departmental plans for short and medium term aligned to the overall organizations strategy. • Discuss job performance problems with employees to identify causes and issues and to work on resolving problems. • Evaluate employees' job performance and conformance to regulations and recommend appropriate actions. • Resolving & handling customer complaints (Passenger and Customer Airline). • Deliver cost effectiveness within agreed budget. Monitor and control costs through effective resource management of staff, equipment and facilities. Identify and exploit revenue opportunities. • Seek continuous improvement in work processes to increase service standard to meet customers’ demands, raise security awareness and improve safety of work practices. • Maintain stock inventories for both Swissport & customer supplied products/stationary • Monitor proper usage of all office equipment’s and furniture while ensuring proper maintenance in liaison with the facilities & IT teams. • Monitor all cash sales receipts (CSR’s) issued and reported by the EBT agents ensuring that banking slips are delivered to finance and the airline respectively • Assist in recruitment and assessment of customer service staff liaising with HR and Training departments respectively. • Participate in meetings internally and externally as may be required • Develop, implement and monitor the local emergency plan |
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